Service Delivery Lead / Business Analyst Lead

Service Delivery Lead / Business Analyst Lead

Role Summary

Lead IT service delivery and business analysis for enterprise applications by acting as the key bridge between business and IT. Drive requirement gathering, process improvements, solution delivery, stakeholder management, and application support while ensuring SLA compliance and operational excellence.

Key Responsibilities

• Lead end-to-end business requirements gathering, analysis, and documentation.

• Translate business needs into functional specifications, user stories, process flows, and acceptance criteria.

• Work with business and technical teams to deliver scalable solutions and process improvements.

• Lead UAT planning, coordination, and business sign-off.

• Manage end-to-end application support, incident, problem, change, and enhancement management.

• Ensure SLA compliance, service quality, backlog management, RCA, and continuous service improvement.

• Build strong relationships with business stakeholders, vendors, and cross-functional teams.

• Prepare service reports, dashboards, KPIs, and improvement recommendations.

• Mentor Business Analysts and support teams while driving best practices and governance.

Mandatory Requirements

• 8-12+ years of experience in IT Application Support, Service Delivery, Business Analysis, or Application Management.

• 3-5+ years in a lead role (Service Delivery Lead, Business Analyst Lead, Application Lead, Support Lead, or Functional Lead).

• Strong experience in business requirements gathering, process mapping, solution design, and stakeholder management.

• Hands-on experience managing enterprise/business-critical applications (ERP, CRM, HRMS, Finance, Supply Chain, etc.).

• Experience with ITIL/ITSM processes (Incident, Problem, Change & Release Management).

• Proven experience in UAT planning and coordination.

• Strong knowledge of SLA/KPI management, RCA, and service governance.

• Excellent communication, leadership, and stakeholder management skills.

Preferred

• ITIL Foundation or Business Analysis certification.

• Experience working with cross-functional teams, vendors, and Agile/Waterfall delivery environments.